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antneb
Beginner
657 Views
Message 1 of 7

no reward for 20 plus years of custom

Ive been with BT for over 20 years and 2 weeks ago when i came to renew my mobile contract, i was told that i could not even get a new handset. considering that in all my time with BT i have had a landline, broadband and a mobile i am so disappointed that they refuse to give me a new handset. i wasnt asking for  a top end phone just a mid range replacement.

i made a complaint and spoke to a representative a week later who guarenteed me he would fix this. 'ill call you back tomorrow to comfirm'. That didnt happen.

cut to a week later and after being bounced around to 3 different people enquiring why nobody contacted me i was eventually told that the conversation i had last week did not happen, as nobody would have promised me a handset. so now im sat here confused because im either a liar or delusional.

one thing i am is annoyed and probably taking my custom elsewhere. as anybody else been left felling that their long standing loyalty means absolutely nothing?

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6 REPLIES 6
imjolly
Distinguished Sage
Distinguished Sage
647 Views
Message 2 of 7

Re: no reward for 20 plus years of custom

If you mobile contract has now reach renewal meaning original contract is completed can you not simply stop that contract and take out a new contract for a new phone?

like many companies customer loyalty means very little and if you want a better deal then let your feet do the walking and move to another provider.  New customers always get better deals and/or incentives



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garetc
Contributor
565 Views
Message 3 of 7

Re: no reward for 20 plus years of custom

Are you going from a SIM only to a handset?

I thought that if you had a handset plan then you could upgrade a month or two before the minimum term.

Maybe give them a call back on Monday?

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garybs29
Recognised Expert
545 Views
Message 4 of 7

Re: no reward for 20 plus years of custom

If you're looking for a handset it's usually in these situations it's the computer saying no after an internal check. Do you pay by direct debit? Also have you missed any payments lately with the covid-19 situation as the computer won't take it into account

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antneb
Beginner
541 Views
Message 5 of 7

Re: no reward for 20 plus years of custom

I was on a handset plan which is the frustrating part. Apparently they are going to call me back monday and sort me a new handset out. We will see. 

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antneb
Beginner
540 Views
Message 6 of 7

Re: no reward for 20 plus years of custom

Yes I pay by direct debit but have not missed any payments. It was a computer says no situation I'm told. Ive had a message saying they are going to sort something out for me tomorrow. Hopefully common sense prevails.

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garybs29
Recognised Expert
528 Views
Message 7 of 7

Re: no reward for 20 plus years of custom

In that case seems strange that's what is being said now then, hopefully you get it sorted tomorrow

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